Hypercare Manager

Experience: 3+ years in Logistics, E-commerce Fulfillment, or Supply Chain Management, with a proven track record of managing structured client stabilization or multi-phase post-onboarding programs

Reports to: Head of Customer Success Management

About Portless

Portless is redefining how DTC and e-commerce brands manage their supply chains. By shipping directly from our Shenzhen fulfillment center to customers in 55+ countries, we help brands unlock faster cash flow, reduce inventory risk, and deliver a fully localized experience — without the traditional 3PL complexity. We move fast, and our clients expect the same from us.

About the Role

The Hypercare Manager owns the post-onboarding experience at Portless. You will serve as the dedicated owner of every merchant relationship from Day 1 through graduation from Hypercare to Customer Success Management — replacing the current fragmented, multi-team handoff model with a single, structured stabilization program. You will orchestrate cross-functional QC across Billing, Operations, Implementations, Tier 2, Product & Engineering, and Sales, ensuring merchants reach stable, confident scaling before transitioning to lifecycle CSM ownership.

This role is grounded in a four-phase framework (Stabilization → Enablement → Optimization → Graduation) and scales its delivery model by merchant segment — with full 60-day coverage for Enterprise and Strategic accounts, and a focused 30-day structured program for Growth merchants. You will bring rigor and accountability to an experience that directly impacts early churn, NPS at graduation, and time-to-revenue.

You will also play a critical validation role in segment assignment (Enterprise, Strategic, or Growth) and revenue recognition against forecast in the first 30–60 days.

What You’ll Do

Own the Hypercare Program End-to-End

• Serve as the primary point of contact for all merchants in active Hypercare status — enrolled within 24 hours of first live shipment and owned through formal three-way graduation sign-off.
• Run the full four-phase framework: Phase 1 (Days 1–15, Stabilization), Phase 2 (Days 16–30, Enablement & Orientation), Phase 3 (Days 31–45, Optimization), and Phase 4 (Days 46–60, Graduation) for Enterprise and Strategic merchants.
• Manage quality assurance across invoice accuracy, order fulfillment, SLA adherence, carrier performance, and overall merchant experience throughout the Hypercare window.
• Track and enforce graduation criteria for each assigned account, including a clean handoff brief covering open items, health score, expansion signals, relationship notes, and recommended next steps for the incoming lifecycle CSM.

Drive Cross-Functional Escalation & Resolution

• Lead Phase 1 escalation triage: own all P1 and P2 issues during the stabilization window, coordinating with Tier 2 Support to meet a <2-hour response target on critical escalations.
• Run daily checklists in Phase 1, including order import validation, tracking visibility, invoice accuracy, and fulfillment SLA adherence — flagging blockers proactively before merchants feel them.
• Partner with Implementations on outstanding technical items through Phase 3, and engage Sales for commercial adjustments or at-risk accounts as needed.
• Escalate Enterprise and P1-level issues to the Head of CSM and VP of CS within defined SLAs; document all escalations in HubSpot and the Handoff Brief.

Deliver Structured Merchant Education & Enablement

• Deliver the full merchant education curriculum across the Hypercare window: Welcome Pack (Day 1), Portal Walkthrough Guide (Day 5), Invoice & Billing Explainer (Phase 2), and Order Status & Tracking Guide (Phase 2).
• Lead the Phase 2 Orientation Call and Phase 3 QBR (Hypercare Edition), including expansion readiness conversations and Onward Package Protection or OpenBorder/IEAS coverage where applicable.
• Introduce the lifecycle CSM formally during the Phase 2–3 transition and ensure they are prepared to take full ownership at graduation.

Maintain Program-Level Visibility & Reporting

• Update HubSpot Hypercare fields weekly: health score (Green/Yellow/Red), phase completion dates, graduation status, and revenue milestone tracking.
• Own the At-Risk Merchant Protocol when health scores deteriorate: document root cause, engage lifecycle CSM, notify CS leadership, and pause graduation timelines until health recovers.
• Contribute to Q2 program KPIs: 100% enrollment rate, ≥90% graduation rate, <5% early churn, Phase 1 P1 close rate ≥95%, and NPS ≥35 at graduation.

Build Scalable Infrastructure

• Identify patterns from Hypercare data — billing confusion, routing failures, tracking gaps, integration failures — and translate them into playbook improvements and proact